User Guide
Table Of Contents
- Cover Page
- Table of Contents
- List of Figures
- Figure 1 : Central Controller
- Figure 2 : Peripheral and Peripheral Gateway
- Figure 3 : Administrative Workstation
- Figure 4 : WebView Server
- Figure 5 : Diagram of System Components
- Figure 6 : ICM Data Environment
- Figure 7 : Real-Time Data Moves to AW Local Database
- Figure 8 : Icons for Graphs and Tables
- Figure 9 : Deployment with Enterprise Routing
- Figure 10 : Sample Script for Enterprise Routing
- Figure 11 : Script Example for Agent Level Routing
- Figure 12 : Sample Script for Hybrid Routing
- Figure 13 : Agent State and Task State Relationship
- Figure 14 : Sample Routing Script for Information Gathering and Queuing
- Figure 15 : Call Type Data for Calls that Abandon after Call Type is Changed
- Figure 16 : Call Type Data for Calls that Abandon before Call Type is Changed
- Figure 17 : MultiChannel Options
- Figure 18 : Agent State Hierarchy
- Figure 19 : Call Abandoned While On Hold Scenario
- Preface
- Chapter 1: System Architecture and Reporting
- Chapter 2: Understanding Reporting
- Chapter 3: Understanding Routing and Queuing
- Chapter 4: Planning for Reporting
- Planning for Reporting at Unified ICM Setup
- Planning for Your Deployment
- Planning for Configuration and Scripting
- Planning for Agent Reporting
- Planning for Call Types
- Planning for Custom Reporting
- Planning for the HDS
- Planning for Enterprise Routing and Enterprise Reporting
- Planning for Service and Enterprise Service Reporting
- Planning for Service Level
- Planning for Short Calls
- Planning for Skill Groups and Enterprise Skill Groups
- Planning for Transfer and Conference Reporting
- Planning for Translation Routing
- Planning for Unexpected Scripting Conditions
- Planning for VRU Application Reporting
- Chapter 5: Reporting on Agents
- What Agent Data do you Want to See?
- Reporting on Agent Activity in Skill Groups
- Reporting on Agent States
- Reporting on Average Speed of Answer for Agents and Skill Groups
- Reporting on Agent Logout Reason Codes
- Reporting on Agent Not Ready Reason Codes
- Reporting on Agent Task Handling
- Reporting on Agent Performance for Outbound Option Dialing Campaign Calls
- Reporting on Agent Redirection on No Answer
- Reporting on Agent Call Transfers and Conferences
- Reporting on Agent Teams
- Chapter 6: Reporting on Customer Experience
- Chapter 7: Reporting on Operations
- Chapter 8: Reporting in a MultiChannel Environment
- Chapter 9: Sample Call Scenario
- Chapter 10: Reporting Implications of Data Loss and Component Failover
- Chapter 11: Troubleshooting Report Data
- Appendix A: List of All Unified ICM Report Templates
- Appendix B: Reporting Entities and Databases
- Appendix C: Configuration and Scripting for Reporting
- Configuration for Agent Reporting
- Configuring Call Types
- Configuration and Scripting for Conferences and Transfers
- Configuring Services and Enterprise Services
- Configuring and Scripting for Service Level Threshold and Type
- Configuring Short Calls
- Configuring Skill Groups and Enterprise Skill Groups
- Configuration and Scripting for the VRU
- Configuring Translation Routes
- Index
A Termination_Call_Detail record is generated for each call that arrives at a peripheral (provided
the proper monitoring is enabled for the peripheral). Specifically, the CallRouter creates the
Termination_Call_Detail record when it receives a “ClosedCallInd” message from the Open
Peripheral Controller (OPC). OPC generates the ClosedCallInd message when a call is terminated
(that is, when any after-call work associated with the call has completed, or when a call that
was not connected to an agent is terminated).
Although Call Detail records are stored on the HDS in the Route_Call_Detail and
Termination_Call_Detail tables, the standard WebView reports do not retrieve data from these
two tables for performance reasons. To use this data, you must create custom reports (page 65).
Note: These detail tables can become very large. Running custom reporting queries against
them while they are on the HDS can degrade performance. To optimize performance, extract
the data from the HDS into your own custom database on a separate server (one that is not used
for other ICM/IPCC components). Use only DBDateTime (date and time of the record that was
written to the HDS database) to perform the extraction. The tables on the custom database can
be indexed according to the custom reporting needs.
How the WebView Application Presents Reporting Data
WebView is a browser-based query and presentation application that allows access to reporting
data over the corporate intranet.
Users log in by entering the WebView URL from the browser on their PC. Once logged in, they
can generate real-time and historical reports that display integrated information about various
aspects of contact center operations.
WebView Templates and Categories
WebView is installed with more than 200 Cisco-provided report templates for both Cisco Unified
Intelligent Contact Management (ICM) and Cisco Unified Contact Center (IPCC).
The WebView interface presents the list of available report templates, organized in categories.
Each category has both real-time and historical templates, and within each category you can
filter for templates based on your system type (that is, you can filter the list to show ICM
templates, IPCC templates, or both).
Note: To select ICM templates, check the "ICM Templates" check box in the Webview User
Interface. Deselect "IPCC Templates."
For a list of all templates in all categories, see Appendix A (page 165).
All 200-plus WebView reports derive data from a defined set of real-time database tables and
a defined set of historical database tables. Although many reports contain data from identical
database fields, they might present and sort that data in a distinctive format or perform slightly
different calculations on it.
Template numbering indicates a 'family' of similar report data. For example:
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 2: Understanding Reporting
How the WebView Application Presents Reporting Data